Setting up Glance for Salesforce Live Agent

This section is for administrators who want to set up and customize Glance for Salesforce Live Agent.

NOTE: The setup follows the Salesforce Winter 16 user interface and was created using Windows 8.1 and Chrome 46. Experience on different browsers, operating systems, and/or Salesforce versions are nearly identical; feel free to reach out if there are any inconsistencies.

Locate the Glance for Salesforce app

In order to configure Glance for Salesforce Live Agent, you will first need to locate the Glance for Salesforce app.

  1. Click the Salesforce App Menu located in the upper-right of your Salesforce instance.
  2. Select Glance for Salesforce from the drop-down list.

Add Live Agent to a Salesforce Service Console

Adding Live Agent to a Salesforce Service Console enables you to chat with customers as well as access other customer service tools all in one place. Before you are able to add Live Agent, you will need to create a Service Console. If you have already done this, go to Update Your Current Salesforce Service Console App to include Salesforce Live Agent, and add Glance as a console component.

For additional help with creating a new Salesforce Service Console, please watch the Setting up a Salesforce Console demo distributed by Salesforce.

Create the Service Console

To create a service console:

  1. From the top-right of your Glance for Salesforce instance, click your Username.

  2. Select Setup from the drop-down menu.

  3. From the upper-left of the Setup menu, locate the Quick find / Search box.

  4. Enter Apps.

  5. Locate the Apps option under the Create menu.

  6. From the Apps page, click New.

  7. Select the Console button.

  8. Click Next.

  9. Optional: You can copy an existing console, click Clone on the console's detail page. You will need to save a copied console before you can update its cloned-push notifications or keyboard shortcuts.

  10. Name your new console in the App Label and App Name fields.

  11. Click Next.

NOTE: The label can have a maximum of 40 characters, including spaces. This label is the app's name in the Force.com menu.

  1. Optional: You can add a Custom Logo. To add a custom logo to your new Service Console, choose an image from your Salesforce document library by clicking the Insert an Image button and then click Next.

Tip: To upload an image into Salesforce from your desktop:

  1. From the Setup menu located at the left-hand panel type Static Resources in the Quick Find box.
  2. Click Static Resources.
  3. On the Static Resources page, click the New button.
  4. Name the file in the field provided, then click Choose File to locate the image file on your desktop.
  5. Click Save.
  6. Select Salesforce Objects to include in the console's navigation tab by clicking on an Object from the Available Items menu.

  7. Click Add to move the Object into the Selected Items menu.

  8. When all Objects that you want to display in the navigation tab are selected, click the Next button at the bottom right of the page.

NOTE: Note: You cannot add the following to the navigation tab: forecasts, ideas, answers, connections, portals, console, activities (tasks and events), the App Launcher, or buttons for customizing your organization. Tab visibility settings and the overwrite user's personal tab customizations setting don't apply to the navigation tab.

  1. Choose how records display when they're selected from outside the primary tabs or subtabs for each navigation tab selection listed:

    • Primary tabs Displays the main record. For example, an account.
    • Subtabs Displays related records, like cases or contacts in an account.

For example, choose whether Cases will display as a primary tab or as a subtab on parent records when it is selected from list views, search results, or screen pops. If choosing a subtab, select from the following list:

  • Lookup Field (Object)
  • Contact Name (Contact)
  • Account Name (Account)
  • Asset (Asset)
  • Case Source (Live Chat Transcript)
  • Parent Case (Case)
  • After you have finalized how the tabs will open (whether as a primary tab or as a subtab to another defined primary tab), click Next:
  1. Check the Include Live Agent in the App box.

  2. Click Next.
    You can also choose various records or pages to open as subtabs on each chat session and/or add suggested articles from Salesforce Knowledge in Live Agent.

  3. Choose which user profiles can access this new console by selecting the Visible box option(s). Check the Default box option(s) to select this console as the default app for the specified profile. This means that users who are assigned to that profile will see this console when they log in for the first time.

NOTE: If an app is set as the default for a profile, then you cannot make it invisible for that profile. Both the Visible and Default checkboxes will be read-only.

Add Glance to Your Salesforce Service Console

After creating the Salesforce Service Console, the next step is to add the Glance for Salesforce application.

To add the Glance application:

  1. Click Edit on your new Salesforce Service Console.

  2. Scroll down the Custom App Edit page until you locate Choose Console Components.

  3. Add Glance to the Selected Items window.

  4. Click Save at the very bottom of the page.

Update Your Current Salesforce Service Console App

To update your current Salesforce Service Console to include Salesforce Live Agent, and add Glance as a console component:

From the top-right of your Glance for Salesforce instance, click your Username.

  1. Select Setup from the drop-down menu.

  2. From the upper-left of the Setup menu, enter Apps in the Quick Find box.

  3. Select Apps under the Create menu.

  4. Click Edit next to the name of the Salesforce Service Console app (where you want to set up Live Agent).

  5. The Custom App Edit page will now appear. Scroll down the page and check the Include Live Agent in this App box.

  6. Choose the records or pages that you want to open as subtabs of chat sessions in the chat workspace.

  7. Optionally, if your organization has Knowledge enabled, select Include Suggested Articles from Knowledge in Live Agent to display the Knowledge One widget in the chat workspace.

  8. Scroll down to the Custom App Edit page until you locate Choose Console Components.

  9. Add Glance to the Selected Items window.

  10. Click Save at the very bottom of the page.

NOTE: You can run multiple Salesforce apps at the same time. However, if you log into another Salesforce app while you're logged into a Salesforce console app, you can't accept new chat requests.

Create a Custom Chat Page (Live Agent)

Glance for Salesforce Live Agent requires a custom chat page that is scripted with Glance JavaScript code. You may use either the custom chat page included in the Glance for Salesforce Live Agent application or add the Glance JavaScript to your own custom chat page.

NOTE: Instead of using the included Glance Custom ChatVisualforce page, you can Modify Your Existing Custom Chat Page.

To create a Glance custom chat page:

  1. From the top-right of your Glance for Salesforce instance, click on your Username.

  2. Select Setup from the drop-down menu.

  3. From the upper-left of the Setup page, enter Chat Buttons in the Quick Find box.

  4. Chat Buttons & Invitations will appear under the Live Agent menu: Click Chat Buttons and Invitations.

  5. Click New to create a new Chat Button. (You can also click Edit, to edit a current chat button.)

  6. Select the Type as a Chat Button.

  7. Enter the Name and Developer Name for your button.

  8. Navigate to Routing Information.

  9. Select the correct skills to add to the button.

  10. Scroll down to the Chat Button Customization section.

  11. Click on the Lookup icon next to Site for Resources if there is a specific Force.com that you need to reference for resources.

  12. Within the Chat Button Customization section, click the Lookup icon next to Custom Chat Page.

  13. When the Lookup window appears, type Glance in the Lookup field box and click Go.

  14. Select GlanceCustomChat from the search results.

  15. Click Save.

Create a Force.com Site (Live Agent)

In order to host a Glance Custom Chat page, you will need to create a new site on your Force.com domain.

NOTE: Note: You will need to first set up a Force.com domain for your organization.

  1. From the top-right of your Glance for Salesforce instance, click your Username.

  2. Select Setup from the drop-down menu.

  3. From the upper-left of the Setup page, enter Sites in the Quick Find / Search box.

  4. Select Sites under the Develop drop-down menu.

  5. Click your site (shown here as liveagent) under the Site Label column.

  6. The Site Details window now appears, scroll down to Site Visualforce Pages section

  7. Click Edit.

  8. Add GLA4SF.GlanceCustomChat to the Enabled Visualforce Pages.

  9. Click Save.

  10. You will now see GLA4SF.GlanceCustomChat listed on the Site Visualforce Pages.

Modify Your Existing Custom Chat Page

You can modify your own custom chat page by adding the following JavaScript code:

<span style="font-weight: 400;"><link href="{!URLFOR($Resource.GLA4SF__GlanceCustomChat, 'GlanceCustomChat.css')}" rel="stylesheet"/>
<script type="text/javascript">
var glanceCustomPromptText = 'Allow agent to browse with you';
var glanceCustomPromptAccept = 'Accept';
var glanceCustomPromptDecline = 'Decline';
var glanceCustomTermsText = 'Terms and Conditions';
var glanceCustomTermsLink = 'https://www.glance.net/terms';
</script>
<script type="text/javascript" src="{!URLFOR($Resource.GLA4SF__GlanceCustomChat, 'GlanceCustomChat.js')}"></script>
</span>

NOTE: The code is also available by viewing the GLA4SF__GlanceCustomChat Visualforce Markup tab. Navigate to the tab by clicking GLA4SF__GlanceCustomChat on the Site Visualforce Pages section of the Site Details page.

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